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Call Quality Analyst Jobs (NOW HIRING)

V Group Inc.

Quality Analyst

Albany, NY · On-site

For more details, please connect with Praveen H at praveenh@vgroupinc.com or call at 609-766-2733. End Client: New York State Department of Health (DOH) Job Title: Quality Analyst Duration: 30 Months ...

Infojini Inc

Quality analyst

Raleigh, NC

... or call me at 443-270-1551.Please refer someone else if you are not available at this time or you ... the Quality Control and Testing teams. This position must interact with analysts, software ...

Coforge

Quality Process Analyst

Augusta, GA · On-site

Experience in banking, financial services, or call center environment. * Candidates should have previous experience auditing work for quality, identifying trends, performing root cause analysis, and ...

New

AB InBev

Quality Analyst, Relief

Baldwinsville, NY · On-site

$35.12/hr

... we call home and the 65,000 hardworking Americans who bring our beer to life. We are powered by a ... Coordinate quality analyses ensuring accurate results, timely completion, and proper responses and ...

MCI Careers

Quality Analyst Lead

Wichita, KS · Remote

... call center footprint and operations that extend across multiple countries. We deliver Customer ... The Quality Analyst Lead plays a critical role in elevating service excellence by thoroughly ...

A.O. Smith

Corporate Quality Analyst

Ashland City, TN · Hybrid

The NAWH Quality Engineer plays a key role in ensuring our water heater products meet or exceed ... Service call rates reduced year-over-year. Skills & Competencies * Strong analytical skills with ...

AB InBev

Quality Analyst, Relief

Fort Collins, CO

$38.48/hr

... we call home and the 65,000 hardworking Americans who bring our beer to life. We are powered by a ... Coordinate quality analyses ensuring accurate results, timely completion, and proper responses and ...

AB InBev

Quality Analyst, Relief

Baldwinsville, NY · On-site

$35.12/hr

... we call home and the 65,000 hardworking Americans who bring our beer to life. We are powered by a ... Coordinate quality analyses ensuring accurate results, timely completion, and proper responses and ...

vitu

Client Service Quality Analyst I

Sacramento, CA

$22 - $24/hr

Client Service Quality Analyst I (Onsite - Sacramento, CA) As the leading innovator in Vehicle-to ... Performs call monitoring and recording and/or review of client processes. * May engage directly ...

AB InBev

Quality Analyst, Relief

Fort Collins, CO · On-site

$38.48/hr

... we call home and the 65,000 hardworking Americans who bring our beer to life. We are powered by a ... Coordinate quality analyses ensuring accurate results, timely completion, and proper responses and ...

MCI Careers

Quality Analyst Lead

Wichita, KS · On-site

... call center footprint and operations that extend across multiple countries. We deliver Customer ... The Quality Analyst Lead plays a critical role in elevating service excellence by thoroughly ...

MCI Careers

Quality Analyst Lead

Wichita, KS · Remote

... call center footprint and operations that extend across multiple countries. We deliver Customer ... The Quality Analyst Lead plays a critical role in elevating service excellence by thoroughly ...

Vitu, Inc.

Client Service Quality Analyst I

Sacramento, CA · On-site

$22 - $24/hr

Client Service Quality Analyst I (Onsite - Sacramento, CA) As the leading innovator in Vehicle-to ... Performs call monitoring and recording and/or review of client processes. * May engage directly ...

MCI Careers

Quality Analyst Lead

Wichita, KS · Remote

... call center footprint and operations that extend across multiple countries. We deliver Customer ... The Quality Analyst Lead plays a critical role in elevating service excellence by thoroughly ...

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Call Quality Analyst information

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How much do call quality analyst jobs pay per hour?

As of Jul 23, 2026, the average hourly pay for call quality analyst in the United States is $32.41, according to ZipRecruiter salary data. Most workers in this role earn between $24.28 and $37.02 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Call Quality Analyst, and why are they important?

To excel as a Call Quality Analyst, you need strong analytical abilities, attention to detail, and a background in customer service or call center operations, often supported by a relevant degree or experience. Familiarity with quality monitoring tools, call recording software, and CRM systems is typically required. Excellent communication, critical thinking, and problem-solving skills help you provide actionable feedback and foster continuous improvement. These competencies are vital for ensuring high service standards, regulatory compliance, and enhanced customer satisfaction within call center environments.

What is the difference between Call Quality Analyst vs Customer Service Representative?

AspectCall Quality AnalystCustomer Service Representative
Primary RoleEvaluate and improve call quality, ensure compliance, provide feedbackAssist customers, handle inquiries, resolve issues
Required SkillsCommunication, analytical skills, attention to detailCommunication, problem-solving, patience
Work EnvironmentCall centers, quality assurance teamsCustomer service centers, support desks
CertificationsQuality assurance, call monitoring certifications often preferredCustomer service certifications beneficial but not mandatory

The main difference is that Call Quality Analysts focus on monitoring and improving call quality, while Customer Service Representatives directly interact with customers to resolve issues. Both roles require strong communication skills, but their objectives and daily tasks differ significantly.

What are Call Quality Analysts?

Call Quality Analysts are professionals responsible for monitoring and evaluating customer service calls to ensure compliance with company standards and policies. They assess the performance of call center agents by listening to calls, reviewing recorded conversations, and providing feedback on communication skills, problem-solving abilities, and adherence to protocols. Their goal is to identify areas for improvement, enhance customer satisfaction, and support ongoing training and development within the team.

How does a Call Quality Analyst typically collaborate with call center agents and supervisors to improve service standards?

A Call Quality Analyst works closely with call center agents and supervisors by monitoring calls, providing constructive feedback, and identifying areas for improvement. They regularly conduct calibration sessions, where they align quality expectations and scoring standards with supervisors to ensure consistency. Analysts also facilitate coaching sessions with agents, helping them understand best practices and compliance requirements. This collaborative approach fosters a culture of continuous improvement and ensures that customer service standards are consistently met or exceeded.
More about Call Quality Analyst jobs
What cities are hiring for Call Quality Analyst jobs? Cities with the most Call Quality Analyst job openings:
What states have the most Call Quality Analyst jobs? States with the most job openings for Call Quality Analyst jobs include:
What job categories do people searching Call Quality Analyst jobs look for? The top searched job categories for Call Quality Analyst jobs are:
Call Quality Analyst jobs near you
Infographic showing various Call Quality Analyst job openings in the United States as of July 2026, with employment types broken down into 6% Locum Tenens, 83% Full Time, 6% Part Time, 1% Temporary, and 4% Contract. Highlights an 83% Physical, 7% Hybrid, and 10% Remote job distribution, with an average salary of $67,422 per year, or $32.4 per hour.
Quality Analyst

Quality Analyst

V Group Inc.

Albany, NY • On-site

Other

Posted 6 days ago

Job description

For more details, please connect with Praveen H at praveenh@vgroupinc.com or call at 609-766-2733.


End Client: New York State Department of Health (DOH)

Job Title: Quality Analyst

Duration: 30 Months

Location: Albany, NY 12211

Hours Per Week: 40 Hours

Interview Type: In-person

Job Code: HBITS-08-14881

Ceipal ID: SNY_QA881_PH


Scope of Project:

The Software Analyst will support the Continuing Medicaid Eligibility Modernization Program under the guidance of the Testing Lead. The selected candidate will participate in all phases of the Software Development Life Cycle (SDLC), supporting the business and technical aspects of testing and validating enterprise solutions. Responsibilities include creating test plans and test cases, automating test scripts, performing functional, integration, regression, performance, and User Acceptance Testing (UAT), identifying and resolving defects, and producing quality assurance documentation to ensure business requirements are successfully implemented.


Responsibilities:

  • Automate test script creation and execution.
  • Create and maintain test data sets.
  • Write and execute test cases.
  • Research, resolve, and validate production and UAT defects.
  • Participate in all phases of the Software Development Life Cycle (SDLC).
  • Perform Unit Testing, Functional Testing, Integration Testing, User Acceptance Testing (UAT), Regression Testing, and Performance Testing.
  • Review business and technical requirement documents.
  • Perform solution exploration and validation.
  • Create and maintain quality assurance documentation.
  • Collaborate with project stakeholders, business users, developers, and QA teams throughout the testing lifecycle.


Required/Preferred Skills:

  • 84 Months experience working on complex projects involving multiple stakeholders, cross-functional teams, integrated systems or applications, formal project governance, and multiple testing phases, including at least two years in a Testing Analyst leadership role.
  • 84 Months client-focused Quality Assurance experience managing testing across mission-critical enterprise-level projects involving multiple business units, executive leadership, and complex functional domains.
  • 60 Months experience using Jira, Jira plug-ins, Application Lifecycle Management (ALM), or HP Quality Center for defect tracking and test planning.
  • 60 Months experience configuring automated testing using Selenium, Katalon Studio, or similar automation tools.
  • 60 Months experience developing test plans, test cases, defect tracking, and automated tests in a software development environment.
  • 36 Months experience leading and managing functional test planning and execution activities within the Health and Human Services (HHS) domain.
  • Bachelor's Degree in Information Technology or a related field.



V Group Inc. is a NJ-based IT Services and Products Company with its business strategically categorized in various Business Units including Public Sector, Enterprise Solutions, Professional Services, Ecommerce, Projects, and Products. Within Public Sector business unit, we cater IT Professional Services to Federal, State and Local. We have multiple awards/ contracts with 30+ states, including but not limited to NY, CA, FL, GA, MD, MI, NC, OH, OR, CO, CT, TN, PA, TX, VA, NM, VT, and WA.

If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.


Please share my contact information with others working in Information Technology.


Website: https://www.vgroupinc.com/publicsector

LinkedIn: https://www.linkedin.com/company/v-group/

Facebook: https://www.facebook.com/VGroupIT

Twitter: https://www.twitter.com/vgroupinc

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